Zendesk Suite
ZendeskReviews from AWS customer
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the best for support
What do you like best about the product?
Handle many users, create shortcuts to reply, add automatic answers (automation)
What do you dislike about the product?
The cost for many users :) should be better if it costs a bit less.
What problems is the product solving and how is that benefiting you?
connect to people; chat in real time
Zendesk Chat was a simple chat
What do you like best about the product?
I like how simple it was to integrate into our website. It works nicely for doing live sales and support chat.
Support tickets are automatically created from chats, greatly simplifying the process of escalating a chat conversation to a ticket. This keeps our processes for escalating issues to specialist teams straightforward. Lots of options for triggers and user management. The built in analytics are good
Our team is very productive thanks to Zendesk Chat.Zendesk chat offers the option to keep all the new incoming chats in a queue and notifies the customer that an agent will get in touch soon. This helps our customer service team to answer the opened chats only and then focus on those chats waiting in the queue.
Support tickets are automatically created from chats, greatly simplifying the process of escalating a chat conversation to a ticket. This keeps our processes for escalating issues to specialist teams straightforward. Lots of options for triggers and user management. The built in analytics are good
Our team is very productive thanks to Zendesk Chat.Zendesk chat offers the option to keep all the new incoming chats in a queue and notifies the customer that an agent will get in touch soon. This helps our customer service team to answer the opened chats only and then focus on those chats waiting in the queue.
What do you dislike about the product?
The only thing that I would like they improve would be the fact you can't know what the customers asked in the chat until you open the chat
Some of the features don't work 100% of the time. Sometimes the link between the separate portals severs and you have to create duplicate accounts.
Some of the features don't work 100% of the time. Sometimes the link between the separate portals severs and you have to create duplicate accounts.
What problems is the product solving and how is that benefiting you?
Zendesk chat offers the option to keep all the new incoming chats in a queue and notifies the customer that an agent will get in touch soon. This helps our customer service team to answer the opened chats only and then focus on those chats waiting in the queue.
Recommendations to others considering the product:
Some of the features don't work 100% of the time. Sometimes the link between the separate portals severs and you have to create duplicate accounts.
Popular for a reason
What do you like best about the product?
What I like is that because it's so accessible, you can get a bevy of options for a relatively nice price point.
What do you dislike about the product?
At the end of the day, it's not really an enterprise level platform. Unfortunately, even with competitive pricing, that causes it to struggle when you stack it up against something like Vivantio or Freshdesk.
What problems is the product solving and how is that benefiting you?
For us, it is a baseline item that helps us to streamline the support issues we have. It makes it easier for our CSR's to address issues with a template to at least start answering customer questions/queries.
Recommendations to others considering the product:
Have a realistic expectation of the product before purchasing for any size company larger than small. The reality is, it is definitely better for a smaller business than larger ones.
Using Zendesk daily
What do you like best about the product?
I like that we can create views and access reporting that are important to our team statistics.
What do you dislike about the product?
Some parts of the UI stress me out, such as having open tickets be indicated with a glaring red color.
What problems is the product solving and how is that benefiting you?
We are using Zendesk as support engineers to manage ticketing communications with our customers.
Recommendations to others considering the product:
This is a great product with a lot of functionality. It's easy to interact with customers and keep track of how people are working.
An Efficient Way to Streamline Communication
What do you like best about the product?
If there are multiple support representatives at your company, Zendesk is a great way to get everything running smoothly under one roof. No more emails sent to individual inboxes - all support tickets in one place that can be viewed by a colleague in a pinch, and distributed amongst the team.
What do you dislike about the product?
Setting up filters/rules for how you'd like tickets categorized can be a little tricky.
What problems is the product solving and how is that benefiting you?
Our goal was to steer away from support tickets going to individual mailboxes, and to keep everything in one place so it could be assigned to the appropriate representative.
Recommendations to others considering the product:
This product is definitely worth the extra time it may take to set up. You can use it at a high level for easy support management, or get super granular by adding filters, labels, categories - you name it. It also can be integrated with the Slack chat program, which has been helpful for our team as it provides an additional way to see tickets being submitted to Zendesk.
Best, simple and easy to use ticketing System
What do you like best about the product?
Zendesk is very easy to use, even if you are new to ticketing system you would easily understand how to use this. Besides, Zendesk is very easy to set up.
What I like the best here is that it allows me to create macros. Macros is like a template that we will input in the ticket so that we dont need to type long messages over and over again.
Also it has the option to add certain tags on tickets and I can view all tickets that has those tags.
I can also create a mother and parent ticket, so that if in case we need to send the same e-mail to multiple customer we only need to do it once.
What I like the best here is that it allows me to create macros. Macros is like a template that we will input in the ticket so that we dont need to type long messages over and over again.
Also it has the option to add certain tags on tickets and I can view all tickets that has those tags.
I can also create a mother and parent ticket, so that if in case we need to send the same e-mail to multiple customer we only need to do it once.
What do you dislike about the product?
The mobile application needs a lot of improvement. Certain ticket views are not available there.
No option to allocate ticket to multiple light agent
No option to allocate ticket to multiple light agent
What problems is the product solving and how is that benefiting you?
Ticket fault tracking and internal provisioning.
Recommendations to others considering the product:
Zendesk is very easy to use. You will never regret purchasing this software
Zendesk helps us help people on our website
What do you like best about the product?
Pretty user friendly to help chat with patients on our website.
What do you dislike about the product?
Sometimes it can be difficult to juggle more than one patient trying to chat at a time, in addition to working in an office.
What problems is the product solving and how is that benefiting you?
Offering another avenue for patients to interact with us via our website, answer questions for people that don't necessarily want to call in.
Worked great for us!
What do you like best about the product?
Organizing cases for our support desk. Helped us keep track of responses and recurring issues
What do you dislike about the product?
Nothing, software worked great, as intended
What problems is the product solving and how is that benefiting you?
Helped us keep track of common issues that we were having with customers, as well as organizing email chains
Zendesk
What do you like best about the product?
The layout was easy to navigate and it was very easy to use.
What do you dislike about the product?
I didn’t like the search function. It was very hard to find the things I was looking for.
What problems is the product solving and how is that benefiting you?
Customer emails to us.
Zendesk Support is decent!
What do you like best about the product?
I like Zendesk's user interface quite a bit, it is a easy software to navigate. Being able to sync Zendesk with our Customer Success Management platform is a great asset that has proven to be effective in understanding customer health.
What do you dislike about the product?
I dislike the how the "search" function is set up. If you want to export a csv with a list of customer tickets it isn't very helpful. It takes a lot of manual digging.
What problems is the product solving and how is that benefiting you?
Being able to sync Zendesk with our Customer Success Management platform is a great asset that has proven to be effective in understanding customer health. It has allowed our CS team to understand customers that need additional training.
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